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New York & Company
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1.2 132 Reviews

New York & Company Complaints Summary

8 Resolved
124 Unresolved
Our verdict: If considering services from New York & Company with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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New York & Company reviews & complaints 132

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3:43 pm EDT
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New York & Company customer service

I mistakenly missed a payment for the month of july on my New York and Company rewards card. Once I realized it I went into my online account to make a payment but was given limited access. My card was locked, my online account was locked and I felt like I was being punished for an over sight. I've been with your company for years and I have never been late, so I didn't deserve the treatment I received. I'm really considering closing my account after I pay it off since you can cut me off so easy.

SIGN,

VERY IRRITATED

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10:40 am EDT

New York & Company product exchange

I recently purchased several dresses from the New York and Company store in Westminster, Maryland. Several in June and some several months ago. However, after I wore the recently purchased dresses, I washed and dryed them accordingly, however, these particular dresses shrunk about 2 inches in length and all over to the point where I can no longer wear them . Over the years I have never had a problem with the other dresses and items shrinking. Be advised that approximately 80 % of my wardrobe is from New York and Company and have never had a problem until recently. I was going to just throw out the first dress I purchased after it shrunk but after two more dresses shrunk I decided to go back to the store where I purchased them just to exchange them for the exact dress and color. However, the store manager said that since the tags were not on the dresses that they could not return or exchange them. She said that the dresses had to be in the original condition. I told her how can I return them in the original condition when I wore the dress (took off the tags) and the problem occured after I washed and dryed the dresses. She just said sorry and I left. Now I have three summer dresses (which I love) that I can no longer wear because they are too tight and too short. I would appreciate if I be allowed to just exchange them for the exact same dresses (which the store still has). Please let me know how this can be handled. I hate to stop buying my dresses at New York and Company for fear that I can only wear them once because they will shrink after washing them. Please contact either by email at [protected]@comcast.net or [protected]. I only have the receipt for one of the dresses that I purchased in June, 2018. I can not locate the other receipts.

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9:17 am EDT
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New York & Company store location now outlet store

The New York & Company located in Harlem on 125th st was an excellent for Harlem residents. I recently found out the location I frequently shop since the location open is now an Outlet. I was told that the location wasn't doing well in sales as a result. The employees are very friendly and always demonstrate excellent customer services. I was very disappointed to learn the store is now a outlet will not carry Gabrielle Union or Eva Mendes collections. I was not use my NYCASH which total $50.00 at that location so I walk out.I was not able to go another New York & Company that day or shop online and my NYCASH has expired on 7/17/18 since they are in store only.

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10:20 am EDT

New York & Company manager

Embarrassed Loyal Customer

I was in Gatlinburg, TN shopping at New York & Company outlet store on Saturday, July 14th at 2:45 p.m. I decided to travel with the family to enjoy the weekend with the highlight of the trip been shipping at the Tanger Outlets Mall. I walked the mall to find my favorite store- New York & Company! I found several items and was trying them on in the dressing room. I step out of the dressing room but didn't leave the dressing room area- to let my sister- in law- and husband see how wonderful the blue jean jumper looked. I need to mention I was the only one in the dressing room at this time.

I literally turn around and my dressing room door was locked with someone else in it. I am walking around the store embarrassed because the manager of the store removed my personal clothing, shoes and other New York & Company items that I was going to try on. The manger took them and I was standing right in front of the dressing room door. I asked her where is my things and she replied, "What things". Then I notice my items in her hands. I asked why did you remove my items and give my room away when I was standing in the dressing room area. She said she thought my clothes were New York and Company and she was returning them to the rack. I said but they are sweats and flip flops. She just stood there and didn't
try and make the situation right by give me another dressing room or apologizing. I asked for the manger and she said she was the manager. I told her I am confused because I always have a really great time shopping in this store until now. She gave me my clothes and told me to get out of her store. She didn't open a room for me so I got dress in the area between the dressing room and the mirrors. Never thought New York & Company would treat me this way. I am so Embarrassed that I had to get dress without a dressing room and that I fail to noticed that the lady she gave by dressing room too was of another race. Never saw it coming and I am so embarrassed! I thought New York & Company was for everyone.

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9:55 pm EDT

New York & Company the treatment I received in store number 209

Hello my name is Stephanie Parker and I've been a loyal customer for many many years at New York and Company i shopped online three times this week so I decided to go in the store on Thursday, July 12 around 7PM and I wanted to purchase a dress for a wedding that I was going to the next day so when I went to register the dress was on sale for $39 the lady that was ringing me up I said to her can i use city cash on this dress and she told me yes but then I said to her that it was at home so she said she would hold it for me until tomorrow morning I came back to the store at 12 PM on the 13th to pick up my dress but it was no longer on sale it was back to her original price is $69 so I told the lady that I was supposed to pick up the dress and I should've gotten it for $29 because it was being held for me & she told me that there was nothing she could do because the sale has changed if that was the case I would have brought it that night but I feel as though the lady who told me to bring it back the next morning should have told me that now I know she know if the sale is going to change the next day So after that the manager came in I think her name was Jennifer so I said to her you were here when I was told to bring my city cash back the next day and she said yes she was but still there was nothing she can do again I felt as though if that was the case I could've just bought the dress the same night I have a $1200 credit limit that my fiancé got for me because that's how much I shop there and if the wedding wasn't within the hour that I came back to pick up my dress I would've gone and shop somewhere else that's how mad i was but that's not even the worst part the bad part is that they know me I'm in there all the time and I felt as though I should've been treated better

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10:53 am EDT

New York & Company customer service

I recently visited New York & Company 820 W Stacy Rd #346, Allen, TX. When I entered the store I was not greeted at all. While shopping there was a sales associate on the floor and she did not ask if I needed assistance. Customer service was very bad. I called the next day and Spoke with Manager by the name of Mary and she did not seem to be bothered at the customer experience that I encountered. I feel that nothing will be done due to the Manager that took the complaint.

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10:41 pm EDT

New York & Company service/store condition #0445

Dear customer service,

I am writing to file a complaint and to bring your attention to store # 0445 at the woodlands mall.

I am a frequent shopper and majority of my wardrobe is from your stores. I have been to almost all of your stores and outlets but this is the worst I have ever seen. I had to take pictures and I voiced my concerns to the night staff. They were very apologetic but had no answers.

My frustration began because the store is so disorganized and you cannot tell what's on sale and what is not. All clothes are on same rack and no signs. You have naked manicans, empty tables no nice displays. It's always hot in there, some lights work and some do not. Carpet entrance is so nasty. There is marker writing on wall that has been there for months. The jewelry is not even displayed nicely. So very disappointed. There is always 2 employees when I visit so it's impossible to keep store clean and help customers. When items are on 60%off rack then you go to check out, the employee apologizes and says it was in the wrong place.

This store needs immediate attention and the manager definitely needs assistance. I am in sales and I would definitely make this my priority. I am attaching pictures and I would love to speak with someone that can make a difference. That would not be the current manager of the store. It has been like this for months.

Thank you for your time!
Margie Cruz
[protected]

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9:18 am EDT

New York & Company credit card customer service

I have been a NY and co. customer Since 2011. I've always paid on time and pay off balance quickly. I usually have a zero balance. Last year I received an increase of a couple hundred. I am entitled due to my history. This year I received 2 increases from Victoria Secret - Comenity. I made a request for NY and co and was told my request was under review and I would receive something in the mail in 7-10 days. This usually means you have been denied. I asked to speak with someone in the dept. whom makes the review and determination, explaining my score has increased, nothing new was added and there is a zero balance. The woman I spoke to Abby, a senior acct. specialist said I could not speak to anyone and needed to wait to receive a notice in the mail. She said there was not a denial at this time. I am disgusted with this. If I receive an increase it will be a miracle. I will re-think my account and tell my friends whom I recently bragged to about this card of this service I am receiving for being a valued customer.

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11:52 pm EDT
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New York & Company customer service

I am a new card holder, I just received a NY & Company credit card today. I called at 11:11pm to place an order because I was having an issue placing it online. Your customer service representative "Holly 1395, " located in Georgia (that is the only identifiers she provided me with) was very nasty to me. I explained to Holly 1395 that I was told by an in-store employee that I would receive 15% off of my first purchase for opening a new account with the store in addition to the $150 off of $300 promo which ends 4.30.18 (tomorrow). She said that I was misinformed, and that I could only use one code. I then tried to explain that I did only use the "111570" coupon code but it did not apply. Holly 1395 proceeded to over-talk me. I requested a supervisor and Holly 1395 attempted, repeatedly may I add, to end the call. I had to threaten that I would file a complaint with corporate for her to comply with my request. She then puts me on hold, at which time I repeat that if the phone hangs up it is because Holly 1395 disconnected the call. After about 4 minutes, Holly 1395 comes back on the line to tell me that a supervisor is not available and hangs the phone up on me while I am still speaking. I called NY & Company back four times, only to be told all four times that in-spite of my right as a consumer upon request to speak to a supervisor, I cannot because none are available.

Let me just say, I am a loyal NY & Company customer; my closet full of your clothes (some still with the tags) is evidence of my loyalty. I CHOOSE (at least I did before tonight) to spend my hard earned money in your stores when I could have easily gone elsewhere. My experience with your telephone customer service has caused me to regret every penny I have ever spent in your establishment. I am appalled that this kind of behavior is tolerated from people who whom you have hired to represent your brand. I fully intend to blog about my experience and to take my grievance to social media so that others can know what to expect from NY & Company. Perhaps you ought to have your in-store employees train your phone customer service representative with regard to how they treat people who CHOOSE to give you their business. I am no longer a NY & Company customer. I would hope that this one ex-customer's dissatisfaction is at the very least alarming, because one voice can lead a million.

[removed]

Sincerely,

Disappointed Customer

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7:03 pm EDT

New York & Company return

This is in reference to order o2245381648

On 4/11/2018 I placed an online order.
I received the confirmation invoice via email after I placed the order.
I noticed the invoice indicated I ordered TWO "paper bag pleated skirts." I immediately called customer service because I would have no use for two of the same exact item. The representative assured me on her end she did not notice two of the same item on the invoice.
I took her word for it even though the electronic invoice stated something different on my end.

I received the order via UPS on 4/16/2018.
I immediately opened the box and tried everything on, taking note that I DID, in fact, receive TWO of the same item (SKU [protected]).
I did not like how this skirt ended up looking so I decided to return both of them.
As it was an item that COULD be returned at a brick and mortar store, I decided to return it in store so I did not have to pay for shipping to return it via UPS/US MAIL.

I first went to the MERIDEN CT store and was informed they do not accept online returns. I noticed the store was going out of business so perhaps that is why. I asked if another nearby store accepted online returns and was told they did NOT because they were an outlet store. I asked what stores DID accept returns and she printed a list for me highlighting the stores that accepted online returns. The SOUTHBURY CT was one of the stores highlighted, but come to find out this store is permanently closed. I headed to the MANCHESTER CT store as it was also highlighted on the list.

The sales clerk scanned my two skirts and refunded the money back to my credit card. I left the store, reviewing my receipt as I walked out. I could not figure out how I could have paid $52.46 for one skirt and $52.47 for the other and only receive a refund for a total of $58.41.

I went back to the desk and the manager of the store told me it was because of my coupon. I accepted and understood that concept so again I left the store. Then I started wondering how a coupon of $50 off an order of $100 could create a difference of $50 in regard of a refund. She informed me the coupon would apply to ALL of the items purchased. In other words, I purchased 11 items so a total of $4.54 came off each item to give the discount of $50 off the total of $100 or more.

This does not make sense to me. My TOTAL was $325.92 NOT including tax. Even taking BOTH skirts off, the sum is still substantially greater than $100, so the coupon should not matter.

I contacted customer service and explained all of the above.
I was placed on 2 holds, and was informed the invoice he was looking at, which contained my order number showed that I paid $27, 46 for one skirt and $27.47 for the other. This is NOT correct. My invoice, as you will see attached to this email, indicates I paid $52.46 for one skirt and $52.47 for the other.
I asked him to email me the invoice he was looking at. He indicated he would "put in a request" for it to be emailed to me, which I still have not received and have since been told it would not be possible to provide this to me. How can you tell me I paid a different price for something than I paid and not be able to show it to me?

In doing my OWN research, I believe I figured out what the issue is.
When I purchased the two items- which I NEVER intended to purchase two of the SAME item, they were on sale "buy one get one 50% off" and that is what I paid for them. Each skirt was $69.95 and I paid $52.47 and $52.46 for each.
It appears as of 4/12/2018 this item is now "buy one get one free."
I am ASSUMING the skirts I returned today scanned at the CURRENT sale price, and i was refunded the current sale price.

I had my receipt/invoice stating what I paid for the skirts. I do not feel I should be refunded the current sale price as I had a receipt AND I returned them within 6 days of original purchase and 1 day after receiving them via UPS.

I have attached a copy of my invoice showing what I paid for each item, the highlighted items are what I returned. The receipt from my return is also attached.

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6:26 pm EDT

New York & Company assistant manager

I am so disgusted with the assistant manager for NYand Company. This young man insulted me very much the other day. I came in for an outfitt to wear to my nephew's funeral and inquired where the sweet nice polite store manager was and he proceeded to tell me he is here now and how can he assist. As if his attitude wasn't enough he proceeded to call me baby, I am old enough to be his mom. I asked if they had a different size in the boot cut pant in the back and he told me with going up that high in a size this particular pant would not be flattering on me, and I should try Lane Bryant. I will never shop here again if the red haired girl is not there.

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7:03 am EST

New York & Company service in store at green acres mall

First, when I entered the store no one there offered to help me and when i asked for help this one young lady helped me very well but when i needed further help the manager said I could look for the item myself. I thought to myself that was rude and why did she assume that I didn't already tried to help myself, which I did but couldn't find the size. I believe that if i was a person of a different ethnicity the manager would not have been nasty. I can see that NY & Co. did not provide the proper training before awarding this young lady a management position.

Also, after spending over $140 she, who was already rude refused to waive the shipping fee on the size pants that the store didn't have and which was a part of my entire buy one get one deal.

I am extremely disappointed.

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10:17 am EST

New York & Company fees charged

I paid my balance in full by phone and was not informed of any fees. I closed the account. I received a statement showing I owed for late fees along with interest charge. I was told that if account was open, they could have waived the fees. Since account was closed, they couldn't do anything. I was willing to reopen account as I like the store. However, this puts a bad taste in my mouth since customer service is NOT willing to do anything about this. They would rather lose a customer, then try and help. I don't want to be that person who goes around complaining to others but if your company is not willing to clear the fees, I may have to. Please let me know if you can remedy the situation.

Thank you,
Jennifer

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5:04 pm EST

New York & Company false advertising & coupon abuse

Previously, I spent quite a bit of money and earned $10 off to use at a later date. I visited the store (667) at the Oakwood Mall in Gretna, Date: 12/7/17 Transaction: 9213& 9217, Cashier: 362709, Register: 2, Time: 14:58:18 & 15:09:23 Convenient to the business, I could not use it on anything because the store had sales & doorbusters on near about everything. With much irritation the associate kept telling me it's one or the other, either 50% off or $10...what kind of choice is that? So after I irritated the associate to no end, she directed me to a knit cap, that was clearly overpriced, not worth the $20 they marked it up to. When I got home & looked at my total purchase which was no deal, I brought it back, and they kept the value of my $10 off. I earned that when I made my previous purchase. The store I returned it to, told me it was now expired so I didnt getbit back. Your coupon's fine print is terrible and misleading, it makes me never want to shop here again.

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6:37 pm EST
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New York & Company online ordering misleading at checkout

On 12-15-17, I chose 4 items to purchase. At checkout, I was prompted to remove one item from the bag that was not eligible for shopRunner. Although removing the item allowed the ShopRunner feature to work...upon purchasing the removed item I was prompted to pay a shipping fee. Now why would your system prompt me to remove an item that was being shipped for free and only disclose I would need to pay to ship the removed item after the other Order was completed. This is very misleading. If the system can prompt me to remove items it should be able to give notice that removing those items will cause additional money.

As a result, my disgust prompted me to immediately contact CS via live chat. However, before I could finish my question i was told "we do not waive shipping costs". I never asked to waive any fees, I was trying to ask CS to cancel my Order. Instead, I was handled as if I wanted something for free. Because of how the system mislead me and how I was thus treated by the live chat rep, I'm highly unlikely to purchase from NY&C again. I'm highly unlikely to even open the Order before returning it in store. Which is sorely disappointing being that it was Christmas gifts.

I have shopped at NY&C over a lifetime dating back to the Lerner days. I have never been so disgusted and disappointed.

I understand I am one of many customers, however, I can chose to spend my money with a different company.

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6:25 pm EST

New York & Company credit card

I have been a loyal customer, have always paid my bill on time. I went to do my xmas shopping in your store today and BEFORE I went into the store I checked my credit limit online AND on the phone, After trying to complete my purchase with my NY&CO credit card I was told I had to requalify right there at the register and told me I no longer have credit with you because I was just denied! I went from a credit limit of 2050 to 0 in 30 seconds and I was humiliated in the store! This was NOT on your credit card website that I had to requalify, it was on your website that my credit was in good standing. How do you do this to people? I was never so humiliated in my life! I will NEVER shop in your store again! I just had 5 months of cancer treatments and this is what your company does. Unimaginable.

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8:26 pm EST
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New York & Company complaint displeased with treatment

New York & Company
555 Broadway #1050, Chula Vista, CA 91910.
Incident Date: December 7, 2017

Dear Customer Care Department,

I am writing to make a complaint. Yours is an organization of very good repute. It is known for great customer service, but recently, I came across disappointment with one of your employees.

I have been a loyal customer of your stores for the past 20 years, I have always received great service at your store which is one of the main reasons I shop at your store. But to my surprise, on the date of December 7, 2017, I was at the receiving end of some very poor service at your Chula Vista Mall, California location.

On December 7 my friend and I went to the store because I wanted to buy a whole set of clothes that I liked. Upon entering the store our reception was not pleasant, as the worker told us to hurry because the store closed in 8 minutes, when in fact there were 15 minutes to close. When she told us that, I decided to ask if she could tell me where that set of clothes was but the worker got upset and tell me to wait because she was having a conversation with another woman who was not buying anything and who did not have anything related to her work. Then I and my friend started looking. The employee finished talking and did not offer us help to the contrary she decided to ignore us. Then I approached and asked her what her name was, she talked to me very rudely and told me that she was the assistant manager of the store, and that she was closing the store now to get out, I was appalled at such behavior. Moreover, I told her that I was going to make a complaint because she did not have any knowledge of how to attend a customer and I do not think the company is paying an employee to go and keep long conversations with people that are not buying anything, and not help customers who want to buy.

Moreover, I am not sure her name is Ana because she was not wearing a name tag but she said her name was Ana Suarez and that she was the assistant manager of the store. The store address is: 555 Broadway #1050, Chula Vista, CA 91910.

I am sure that after knowing this incident, you will definitely take some action to educate your employee on behavior with customers which will prevent the loss of your business in future.
As I am sure that sitting on such a higher position in your organization, you must be concerned about the image of your store, I believe I have done the right thing by passing on this information to you.

I hope you would look into the matter, and make sure such an incident is not repeated. Your company has been known to provide good services, and such events tarnish the company name, so please address this issue soon.
Thank you for your cooperation.

Sincerely,
Maria Zahner

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8:55 pm EST

New York & Company coupon

I received some NY city dollars from a purchase i made during the Black Friday sale, wasn't expecting that so I was excited to received them. The sales associate gave the details on redeeming the city cash during the dates of Nov 28- Dec 7th. I return to NY & Co this weekend tried to redeem the dollars, but was told I could not since the dollars cannot be applied to any sale item. That may not have been a problem, except every item in the store was on sale, therefore I was told by the sales associate those dollars are in valid. I would like to know what kind of con you are running, I was not aware NY & Co was into deceptive sales practices. To say I am an unhappy customer is a gross understatement. I was shopping at the Willow Bend mall in Plano TX.

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1:27 pm EST

New York & Company online ordering

I was on the NY&Co. site for an hour choosing Christmas gifts and personal items for myself and not once was there an indication that the items were no longer available. Imagine my disappointment and frustration when after ordering 9 to 10 items, entered my credit card information, excited about my find only to see "your order was cancelled due to NONE of the items no longer are available"! I was in shock and stared at the screen for a few minutes before I realize that my efforts were in vain. I WAS a huge New York and Company patron; however, after that experience my feelings have drastically changed. I would have been ok if while searching for these items I would have received some indication that they were unavailable.

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5:03 pm EST
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New York & Company customer service

The manager of New York and company in Brandon Florida at Westfield Brandon mall was very rude to me today she told me I could exit her store if I didn't like the level of customer service given in there then she proceeded to also tell me that I cannot use my 25% off coupon because of the way I ask for customer service which was in a very pleasant way I'm assuming that she was in a very bad mood and took her actions Out on me

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Phone numbers

+1 (800) 961-9906 +1 (800) 889-0494 More phone numbers

Website

www.nyandcompany.com

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